Senior Director of Network Service Center - Schurz Communications, Inc

Schurz Broadband Group is looking for a Senior Director of Network Service Center.  We operate a rapidly expanding fiber network across nine states, offering comprehensive residential and business solutions, including high-speed internet, video, and voice services. Through our six broadband companies, we are committed to delivering unparalleled network quality and customer satisfaction. As we grow, we are searching for a dedicated and experienced leader to direct our Network Services Center and enhance the performance, reliability, and customer support of our services.  The ideal candidate will work collaboratively with our regional General Managers and senior leaders to advance these functions, instilling a high-performing, cohesive team culture and driving superior network performance, consistency, and reporting across our broadband companies.

Job Type: Full-time

Location: Hybrid, remote and office in Hagerstown, MD

Rate:  $150,000-$190,000 annually plus bonus

Reporting to:  EVP of Schurz Broadband Group

Primary Responsibilities Include:

• Lead and mentor the 24x7 NOC team, Tech Support Analysts, and Contact Center support personnel, promoting growth and a high-quality customer experience.
• Manage customer support during peak hours and high-demand periods, ensuring outstanding service and satisfaction across our broadband companies.
• Collaborate on the development and deployment of contact center and surveillance tools for proactive network monitoring and quick issue resolution.
• Distribute meaningful network performance data and KPIs to provide visibility into network reliability and quality.
• Coordinate all network maintenance activities, managing both planned and unplanned events.
• Oversee timely communication of outage notifications to all relevant parties.
• Conduct root cause analyses after major incidents, documenting lessons learned and implementing corrective actions.
• Serve as the primary contact for major outages and disaster events, scaling the NOC as necessary for situational management and resolution.
• Lead third-party vendor escalations, stepping in to provide expertise to regional properties as needed.
• Establish NOC-related policies and procedures, exploring potential outsourcing options and incident reporting.
•  Work with colleagues in network planning, product management, marketing, finance, IT, and GMs to streamline back-office operations and enhance strategic initiatives.
• Keep up-to-date with industry trends and emerging technologies to drive operational efficiencies, improve network uptime, and enhance Net Promoter Scores.

The successful Senior Director of Network Service Center has:

• Bachelor’s degree in Computer Science, IT, or related field (advanced degree a plus).
• 10+ years of experience in network operations, engineering, tech support, or a similar field, with a record of managing critical network events.
• Minimum 5 years in a leadership role, preferably in a fiber, tech, or cloud-based environment, overseeing a 24x7 NOC and tech support teams.
• Strong leadership, team-building, and interpersonal skills to collaborate effectively with internal and external stakeholders.
• Knowledge of incident management best practices, including change control, post-mortem analysis, and corrective actions.
• Problem-solving and analytical skills with an emphasis on operational improvement.
• Commitment to fostering a high-engagement team culture, aligned with our values at Schurz Communication Inc.

What we offer:

• Family Medical (3 plans to choose from), Dental and Vision
• Company funded HSA
• Company Paid Short Term Disability
• Company Paid Long Term Disability with Voluntary option
• Company Paid Parental Leave
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Volunteer Paid Time Off
• Paid Holidays

When you join Schurz Communications...

You'll be joining an award-winning company and team.  We also believe in giving back to the community and we want our employees to have the opportunity to do so.  We provide an environment that gives each employee the opportunity to nurture their gifts and achieve their potential.  For more information, go to www.schurzchoice.com. 

Schurz Communications and its subsidiaries strategic objectives:

• We will attract, invest in, communicate with, and retain top talent. 
• We will innovate, partner, experiment and create a better future together. 
• We strive to continuously improve operating performance to ensure sustained growth. 
• We will dynamically grow revenues by building and nurturing mutually beneficial and profitable customer relationships.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is:

• Regularly required to talk and hear
• Required to use hands to type, handle objects and paperwork
• Required to use close vision and be able to focus

The employee generally works in an indoor office environment.